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ACD Automatic Call Distribution
Use of Information Technology to direct an incoming telephone call to the most appropriate person in the shortest possible time.
AM Availability Management
The Process responsible for defining, analysing, Planning, measuring and improving all aspects of the Availability of IT Services.
AMIS Availability Management Information System
A virtual repository of all Availability Management data, usually stored in multiple physical locations.
APM The APM Group Ltd (APMG) - certification and examination body.
APTC Authorised Prometric Test Centre for ITIL examinations.
ASP Application Service Provider
Acceptance Formal agreement that an IT Service, Process, Plan, or other Deliverable is complete, accurate, Reliable and meets its specified Requirements.
Access Management The Process responsible for allowing Users to make use of IT Services, data, or other Assets.
Account Manager A Role that is very similar to Business Relationship Manager, but includes more commercial aspects. Most commonly used when dealing with External Customers.
Accounting The Process responsible for identifying actual Costs of delivering IT Services, comparing these with budgeted costs, and managing variance from the Budget.
Accreditation There are no ITIL accredited consultants, however any individual can obtain qualifications based on ITIL and/or offer unaccredited consultancy services.
Active Monitoring Monitoring of a Configuration Item or an IT Service that uses automated regular checks to discover the current status.
Agreed Service Time An agreed time period when a particular IT Service should be Available. For example, "Monday-Friday 08:00 to 17:00 except public holidays". Service Hours should be defined in a Service Level Agreement.
Alert A warning that a threshold has been reached, something has changed, or a Failure has occurred. Alerts are often created and managed by System Management tools and are managed by the Event Management Process.
Analytical Modelling A technique that uses mathematical Models to predict the behaviour of a Configuration Item or IT Service. Analytical Models are commonly used in Capacity Management and Availability Management.
Application Management The Function responsible for managing Applications throughout their Lifecycle.
Application Portfolio A database or structured Document used to manage Applications throughout their Lifecycle. The Application Portfolio contains key Attributes of all Applications.
The Application Portfolio is sometimes implemented as part of the Service Portfolio, or as part of the Configuration Management System.
Application Sizing The Activity responsible for understanding the Resource Requirements needed to support a new Application, or a major Change to an existing Application.
Application Sizing helps to ensure that the IT Service can meet its agreed Service Level Targets for Capacity and Performance.
Architecture The structure of a System or IT Service, including the Relationships of Components to each other and to the environment they are in.
Architecture also includes the Standards and Guidelines which guide the design and evolution of the System.
Assembly A Configuration Item that is made up from a number of other CIs. For example a Server CI may contain CIs for CPUs, Disks, Memory etc.; an IT Service CI may contain many Hardware, Software and other CIs.
Asset Any Resource or Capability. Assets of a Service Provider include anything that could contribute to the delivery of a Service.
Assets can be one of the following types: Management, Organisation, Process, Knowledge, People, Information, Applications, Infrastructure, and Financial Capital.
Asset Management Asset Management is the Process responsible for tracking and reporting the value and ownership of financial Assets throughout their Lifecycle.
Asset Management is part of an overall Service Asset and Configuration Management Process.
Asset Register A list of Assets, which includes their ownership and value. The Asset Register is maintained by Asset Management.
Attribute A piece of information about a Configuration Item. Examples are name, location, Version number, and Cost. Attributes of CIs are recorded in the Configuration Management Database (CMDB).
Availability Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability, Maintainability, Serviceability, Performance, and Security.
Availability is usually calculated as a percentage. This calculation is often based on Agreed Service Time and Downtime.
Availability Management (Service Design) Planning and maintaining IT services; Recovery of failed systems; Ensuring that the availability and reliability of IT services to customers is in accordance with Service Level Agreements;
Availability plans; Vital Business Functions (VBF); Methods & Techniques; Security.

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